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Job Description
- Troubleshooting and resolving high complexity customer faults.
- Provide next level technical support for Level 1 Specialists.
- When resolution is not possible ensure that the fault is passed to the most appropriate escalation group able to resolve it.
- Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process through official Change tools.
- Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through: Problem Management Dashboard.
- Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing them.
- Manage customer (internal and external) requirements and provide them with regular updates as per each of the service support processes.
- Perform service improvement actions managed by senior engineers and update the action plan of the SIP.
- Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
Job Requirements
- Excellent IP networks background
- Very good understanding of network security technologies (IPsec, VPN, AAA, CISCO security, PKI, RAS, RADUIS, Firewall, Antivirus,).
- Good understanding of the UNIX and Linux.
- Excellent understanding of IT & operating systems.
- Excellent phone business communication & facilitation skills.
- Good understanding of incident & change management processes.
- Soft skill / business courses (Time management, facilitation skills, interpersonal skills, etc. ...).
- CCNA security or Security+ certified.
- CCNA certified.
- Excellent command of verbal and written English.
- French is a plus.
- CISSP is a plus.
- At least 4 years of professional experience.
- At least 1 year of IT/Network security technical experience.
- Hands on experience on Fortinet UTMs and three of the below devices,
- Palo Alto
- Juniper Firewalls (Netscreen or SRX)
- Checkpoint Firewall
- Bluecoat proxy
- Pulse Secure SSL
- F5 BIGIP
- MacAfee IPS
- Cisco routers and switches
- Cloud Security
